Remote Zendesk & AI Automation Lead — Service Operations

Ourlivesmadison; Madison (WI); On-site; USD 110,000 - 140,000; Full time

Benefits offered by this job

Remote work option

401k with 10% contribution

Competitive benefits

Job summary

The Wisconsin Foundation and Alumni Association is seeking a Service Operations Automation Administrator to own the Zendesk platform end-to-end. You will standardize governance, drive AI-enabled efficiencies, and partner with IT and business stakeholders to improve agent productivity and user experience.

Remote-friendly with periodic travel to Madison; eligible states include AZ, CO, IL, IA, NE, NM, NY, TX, or WI. Join a team focused on knowledge management, automation, and service excellence.

Qualifications

• Associate degree in Information Technology, Computer Science, or related field.
• 7+ years in service operations, ITSM/service desk, or related roles with accountability for workflow and performance.
• 3+ years hands-on Zendesk administration (Support required; Guide/Explore preferred).
• Measurable operational improvements through process, platform, and automation changes.
• Strong analytical skills for dashboards, KPI trends, and reporting.

Responsibilities

• Own Zendesk platform roadmap and administration (queues, SLAs, triggers, automations, reports).
• Enforce data quality, tagging, and categorization standards for triage efficiency.
• Lead platform governance, access controls, and vendor coordination.
• Maintain integrations between Zendesk and key systems for reliable data flow.
• Develop knowledge management and self-service capabilities with KPIs.
• Define operational KPIs and build dashboards (Zendesk Explore/BI).
• Identify, prioritize, and deliver automation opportunities in Zendesk and adjacent tools.
• Pilot and operationalize AI capabilities with governance and guardrails.
• Partner with stakeholders to gather requirements and drive change management.

Skills

Zendesk Administration

Service Operations

AI Enablement in Support

Stakeholder Communication

Data Analytics & Reporting

Change Management

Knowledge Management

ITIL/ITSM Knowledge

Integrations & API

Vendor Management

Education

Associate degree in IT or related field

Tools

Zendesk

Zendesk Explore

APIs & Webhooks

Power Automate

Job description

The Wisconsin Foundation and Alumni Association is seeking a Service Operations Automation Administrator to own the Zendesk platform end-to-end. You will standardize governance, drive AI-enabled efficiencies, and partner with IT and business stakeholders to improve agent productivity and user experience.

Remote-friendly with periodic travel to Madison; eligible states include AZ, CO, IL, IA, NE, NM, NY, TX, or WI. Join a team focused on knowledge management, automation, and service excellence.